{"id":2437,"date":"2024-02-24T10:00:00","date_gmt":"2024-02-24T10:00:00","guid":{"rendered":"http:\/\/138.197.200.24\/resources\/blog\/what-is-a-client-success-manager\/"},"modified":"2026-08-06T10:22:32","modified_gmt":"2026-08-06T10:22:32","slug":"what-is-a-client-success-manager","status":"publish","type":"blog","link":"https:\/\/www.smartkarrot.com\/resources\/blog\/what-is-a-client-success-manager\/","title":{"rendered":"What Is a Client Success Manager?"},"content":{"rendered":"
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When talking about\u00a0SaaS\u00a0<\/strong>businesses in 2020, there is a fine line that separates top-performing companies and the struggling ones. This \u2018fine line\u2019 is created by the gap between customer acquisition and customer retention. While customer acquisition is the key driver for dynamic revenue growth, customer retention is often the critical factor. When the convergence of low customer retention rates and higher churn, creates a deadlock in business growth, \u2018client success<\/strong> manager<\/strong>\u2019 comes in.<\/p>\n

What is Client Success?\u00a0<\/h2>\n

The mainstream definition of the term \u2018customer success<\/a>\u2019 indicates that it is a business methodology of ensuring that the customers achieve their desired outcomes while using your product or service. When talking with respect to B2B businesses, the term is often rephrased as\u00a0client success<\/strong>.\u00a0<\/p>\n

For instance, in business, if you are a seller<\/a> and the client is your buyer, the initial purchase is a mere origin of the value exchange. When mutual value exchange occurs over time, it emphasizes client success. Client success is a relationship focused on the benefit of the client or customer, and aligns with their goals, in order to foster mutual benefit. It coordinates vendor goals with those of the client and paves the way for two-way profits. In layman\u2019s language, client success is assuring the client gets what he needs, in order to retain them as a part of your business, as well as ensure a permanent revenue source.\u00a0<\/p>\n

In an\u00a0interview<\/a>, renowned SaaS growth hacker and customer success expert, Lincoln Murphy clarified this concept with an example, \u201cFor example, if somebody is paying you $10 a month for your product, that\u2019s great. You want them to pay $10 a month for as long as possible. But wouldn\u2019t it be even better if they paid you $10, then $12, then $15, then $20 a month? That\u2019s what we are working towards customer success.\u201d<\/p>\n

What is a Client Success Manager?<\/h2>\n

According to the\u00a0LinkedIn 2020 Emerging Jobs Report<\/a>, 72% of the\u00a0customer success managers<\/strong>\u00a0are working in the Software & IT industry. This clearly depicts the dependence of SaaS businesses on client success as a parameter for their revenue growth. The importance of considering client success as a vital factor for revenue growth is substantial as it can be the only boundary between failure or hyper-growth for a business.<\/p>\n

With a 34% growth rate in 2019, customer success specialist is one of the top emerging jobs in 2020. In the present times, when SaaS industries are dominated by digital and technology-focused roles, it is interesting to find relationship management focused job. What is so significant in the job role?\u00a0<\/p>\n

A\u00a0client success executive\u00a0aligns with the clients and supports them through the sales process. He functions as a bridge between the vendor or company and the client and provides the client with value propositions. This not only propels the profits of the client but also builds their trust with the company. In the long run, client success directors help the clients achieve their goals, thereby strengthening their relationship with the business. This, in turn, reduces the customer acquisition cost for the business.<\/p>\n

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